Terms and Conditions

VACCINE PANDA PRIVATE LIMITED

Terms and Conditions of Service

Applicable to www.vaccinepanda.com | www.vaccinepanda.in | www.thevaccinepanda.com

Last Updated: February 2026

We, Vaccine Panda Private Limited (referred to as "we," "us," "Vaccine Panda") including our websites www.vaccinepanda.com, www.vaccinepanda.in, and www.thevaccinepanda.com (collectively referred to as "Platform"), aim to provide healthcare-related services to users or customers through our Platform. Our Platform is dedicated to offering vaccination-related services, including but not limited to customer relationship management, appointment scheduling, and a mobile app experience. All such services, whether used or performed on the app or through websites visited, accessed, or used by the users or customers, are collectively referred to as "Services."

1. Introduction and Scope of Services

Vaccine Panda is an aggregator platform that coordinates among patients, paediatricians, registered pharmacists (vaccine distributors), and trained medical staff, including Doctors (MBBS & Paediatrician-DCH/MD), GNM nurses (Male/Female) and paramedics on its payroll, to provide at-home vaccination services. Vaccine Panda acts solely as a facilitator to connect these parties and is not liable for the actual administration of vaccines or outcomes related to the vaccination process.

The platform oversees logistics, including cold chain maintenance from the Panda Partner Clinic to the patient's residence, secure packaging, and call centre support. Paediatricians listed on the platform are responsible for procuring vaccines under their valid medical licence, ensuring proper storage and handling, and providing pre-vaccination consultations and post-vaccination check-ups as needed. However, Vaccine Panda does not assume responsibility for the vaccine's efficacy or any side effects that may occur post-administration.

2. Scope and Applicability of Terms

Please read these Terms and Conditions and our Privacy Policy at www.thevaccinepanda.com before accessing our Platform for availing of the Services available via our App, "Vaccine Panda," or Websites: www.vaccinepanda.com, www.vaccinepanda.in, and www.thevaccinepanda.com. In connection with your visit to the Websites and your use of the Services, these Terms and the Privacy Policy together constitute a legal agreement ("Agreement"). The download or access of the App or Websites to avail of the Services constitutes your irrevocable acceptance of all the provisions of this Agreement, as well as any other guidelines, privacy policies, rules, or additional terms. Do not access or use the Website, App, or Services if you do not agree to be bound by these Terms.

The Agreement applies to you if you are:

An authorised representative, attendant, relative, friend, or affiliate of a customer, patient, or other third party (hereinafter "you" or "User" or "Customer"); or
The User/Customer of the Websites or App, or the person who utilises the services provided by Vaccine Panda ("you" or "User").

All services offered by Vaccine Panda on the Websites or App are subject to this Agreement. At its sole discretion, Vaccine Panda may alter, modify, or terminate the Terms, Services, or any portion of the Agreement at any time. If you have any queries pertaining to any part of the Agreement, feel free to contact us at vaccinepanda@gmail.com.

This Agreement supersedes all previous oral and written terms, conditions, or understandings (if any) communicated to you. You agree to this Agreement and all its terms and conditions by availing of any Service listed on our Platform. You are required to regularly read and keep up-to-date with the Agreement.

Under Indian law, this Agreement complies with and is governed by the following provisions:

Indian Contract Act, 1872
Information Technology Act, 2000
Rules, Regulations, Guidelines, and Clarifications framed thereunder, including the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (the "SPDI Rules")
Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
Drugs and Cosmetics Act, 1940 and Rules thereunder
National Medical Commission (NMC) Guidelines

3. Eligibility

To register, use the Services, visit, or access the Websites and App of Vaccine Panda, you must be at least 18 years old. In jurisdictions where membership or use of the Websites or App is prohibited, the right to access these platforms is abrogated from the outset. All terms and conditions set forth herein are binding, and you hereby represent and warrant that you have the right, authority, and capacity to enter into these Agreements. Additionally, you represent and warrant to Vaccine Panda that you will use the Websites and App in a manner consistent with all applicable laws and regulations of India.

4. Personal Data, Sensitive Data, and Privacy Policy

4.1 Definitions and Governing Framework

The terms ‘Personal Information’ and ‘Sensitive Data’ are defined under the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Information) Rules, 2011 (‘SPDI Rules’) and are explained in detail in our Privacy Policy available at www.thevaccinepanda.com. Users are encouraged to read the Privacy Policy carefully before using our Services.

Our Privacy Policy covers:

Personal Identifiable Information collected from Users, including Sensitive Data such as health and medical records;
The purpose, means, and methods of handling Personal Identifiable Information;
Disclosure guidelines for such Information; and
Usage of Information in compliance with the SPDI Rules and applicable Indian law.

4.2 Data Collected

As part of delivering our Services, Vaccine Panda may collect information from the devices you use to access our Website or App, including but not limited to:

Location data
Medical records and vaccination history
Financial details (for payment processing)
Personal contact details, including email address and mobile number (used for communication, appointment reminders, and service coordination purposes only)

Vaccine Panda may also anonymise data related to your usage of the Platform. This anonymised, non-identifiable data is used solely to improve our service quality, enhance user experience, and develop new service offerings. It will not be used to identify individual users.

4.3 Accuracy of Information and User Responsibility

Vaccine Panda is not responsible for the authenticity or correctness of Personal Identifiable Information or Sensitive Data or any information provided by Users to Vaccine Panda or to any other party acting on behalf of Vaccine Panda.

Users are responsible for keeping their account information and password confidential. It is solely the User’s responsibility to ensure that only authorised persons have access to their account. In case of suspected unauthorised account access, Users must notify Vaccine Panda promptly at vaccinepanda@gmail.com. Vaccine Panda will not be liable for losses due to unauthorised access; however, Users may be held accountable for any damages caused to Vaccine Panda as a result.

Vaccine Panda reserves the right to discontinue Services to any User if the information provided is found to be inaccurate, outdated, incomplete, or suspected to be false or misleading. Users accept sole responsibility for any inaccuracies or liabilities arising from Patient-created information entered on the Website or App, and shall fully indemnify Vaccine Panda against any claims arising therefrom.

Please ensure that your contact details, including mobile number and email address, are correct and up-to-date on the Website or App at all times. Notifications, appointment reminders, and service communications will be sent to the contact details linked to your registered account. Any loss or inconvenience resulting from incorrect or outdated contact information is not the responsibility of Vaccine Panda.

4.4 Recording of Communications

If you use online chat, text messaging, video calls, or voice calls to interact with Vaccine Panda representatives or healthcare providers regarding vaccinations or any Service-related matter, please note that our servers or third-party servers may record, store, and archive these communications. Such records will be handled in accordance with our Privacy Policy. Vaccine Panda holds no liability for interactions with healthcare professionals that occur outside our standard Services or Platform.

4.5 Personal Health Record Facility

A personal health record facility may be provided on the Platform to allow you to add, modify, delete, and manage health-related information relevant to your vaccination history and care.

There are two types of information stored in your Health Account:

Patient-created: Information you generate and upload yourself, including prescriptions, vaccination history, medical records, and related documents.
Vaccine Panda-created: Information generated by Vaccine Panda or its partner paediatricians during consultations, assessments, or service interactions through the Platform.

All information provided or displayed within the personal health record is on an “as is” basis, with no warranties of accuracy or completeness. The personal health record facility is provided as a best-efforts service, and Vaccine Panda is not responsible for any service interruptions, data loss, or technical errors that may affect the facility.

4.6 Health Reminders and Notifications

Health-related reminders and notifications you may receive regarding vaccination appointments, upcoming doses, and other health matters are provided solely as a supplementary and convenience-based means of informing you of relevant actions. These notifications do not constitute medical advice and should not be relied upon as a substitute for professional medical guidance.

Despite our best efforts, Vaccine Panda is not liable for any non-delivery, late delivery, or inaccurate delivery of reminders or notifications, nor for any potential adverse impact on your health or vaccination schedule resulting therefrom.

4.7 Third-Party Access to Health Records

If you grant another individual access to your personal health record, you are fully and solely responsible for all actions, access, and transactions that individual may perform in connection with your health record — whether with or without your knowledge or consent. Vaccine Panda is not liable for any actions, data modifications, data loss, or any other liabilities arising from third-party access that you have authorised.

5. General Disclaimer

All information available on the Website or App (the “Information”) is provided on the understanding that the User will make an independent assessment regarding its accuracy, completeness, suitability, or usefulness prior to use or making any decisions based on it.

Vaccine Panda shall not be responsible or liable for any data provided, stored, or managed by the User, including Personally Identifiable Information. All information on the Website and App is provided on an ‘as is’ and ‘as available’ basis, with no warranties of any kind, express or implied.

6. Collection of Information

Vaccine Panda collects and displays relevant information on its Website, directly or indirectly, about the profiles and practices of the Practitioners listed, including their specialisation, qualifications, fees, location, and similar details. Vaccine Panda makes reasonable efforts to ensure that such information is frequently updated. However, Vaccine Panda does not take responsibility and shall not be held liable for any inaccuracies or incompleteness, despite these efforts.

In addition to providing Services on an 'as is' and 'as available' basis, Vaccine Panda makes no warranties or conditions (express or implied, including implied warranties of merchantability, accuracy, suitability for a particular purpose, title, and non-infringement). Vaccine Panda and its partners make no representation, warranty, or guarantee—express or implied—regarding the Website, App, or Services.

7. Vaccination and Other Connected Services

Vaccine Panda will make every effort to ensure a confirmed appointment for a User who requests an appointment through Vaccine Panda's Platform. Vaccine Panda collaborates with Panda Partner Clinics (paediatricians) and employs qualified medical staff including nurses, Doctors, and Pediatricians to administer vaccinations and related services.

All interactions, communications, and associated issues between you and other Users, including but not limited to health matters and personal experiences, are solely between you and them. Vaccine Panda will not be held responsible or liable for any such interactions, communications, or related issues.

Without prejudice, Vaccine Panda shall not be liable for:

any incorrect vaccination service provided by the healthcare practitioner or medical negligence;
any inconvenience experienced by the User due to a delay or failure on the part of the medical practitioner at the appointed time;
any cancellation or rescheduling of a booked appointment or any variation in fees charged; or
any medical eventualities that might arise subsequent to using the vaccination services provided by Vaccine Panda.

8. Adverse Drug Reaction (ADR) Policy, Reporting, and Liability

8.1 Disclaimer of Liability for Adverse Drug Reactions

Vaccine Panda Private Limited, its partner paediatricians (Panda Partner Clinics), affiliated medical staff, nurses, and paramedics shall not be held liable or responsible for any Adverse Drug Reaction (ADR), Adverse Event Following Immunisation (AEFI), or any untoward reaction — whether expected, unexpected, serious, or non-serious — arising from the administration of any vaccine or vaccine-related product delivered through the Vaccine Panda platform.

By availing of Vaccine Panda's home vaccination services, the patient and/or their parent/legal guardian acknowledges and accepts that:

All vaccines carry an inherent risk of adverse reactions, as documented in the vaccine's prescribing information and approved labelling.
The occurrence of an ADR or AEFI does not, by itself, constitute negligence or fault on the part of Vaccine Panda, its partner paediatricians, or any member of the medical team.
Vaccine Panda's role is limited to the facilitation, coordination, logistics, and delivery of vaccination services and does not extend to the pharmaceutical manufacture, clinical efficacy, or biological outcome of the vaccine itself.

8.2 Prior Informed Consent for ADR Reporting

Prior to the commencement of any vaccination, the parent or legal guardian of the patient (or the patient, if an adult) will be required to provide explicit written or digital informed consent. This consent shall include, but is not limited to, the following acknowledgements:

Acceptance of the inherent risks associated with the vaccine being administered.
Understanding and agreement that in the event of an adverse drug reaction or adverse event following immunisation, Vaccine Panda will initiate an ADR/AEFI report as per applicable regulatory guidelines.
Authorisation for Vaccine Panda to collect, document, and share relevant clinical and personal information with regulatory authorities for the purpose of ADR/AEFI reporting.

8.3 ADR Reporting Process

In the event of a suspected or confirmed ADR or AEFI, Vaccine Panda shall adhere to the following reporting process in compliance with applicable guidelines issued by the Indian Academy of Paediatrics (IAP), the World Health Organization (WHO), and the Central Drugs Standard Control Organisation (CDSCO)/Directorate General of Health Services (DGHS):

The ADR/AEFI event will be documented using the prescribed ADR Reporting Form (as mandated by CDSCO/DGCI/PVPI — Pharmacovigilance Programme of India) or the applicable AEFI reporting format.
The completed report will be submitted to the vaccine manufacturer and/or the relevant regulatory authority within the prescribed timelines, as per CDSCO guidelines.
A copy of the completed ADR/AEFI report will be shared with the parent or legal guardian of the patient (or the patient, if an adult) via email or physical copy, upon request.
Vaccine Panda's responsibility is limited to the accurate documentation and timely reporting of the ADR/AEFI event. The investigation, causality assessment, and remedial action are the responsibility of the vaccine manufacturer and regulatory authorities.
Vaccine Panda shall cooperate fully with any regulatory inquiry or investigation arising from a reported ADR/AEFI.

8.4 Emergency Treatment and Medical Expenses

In the event of an acute or serious adverse event, allergic reaction, anaphylaxis, or any other medical emergency arising during or after vaccination:

The medical team present at the time of vaccination (including the attending nurse, paramedic, or doctor) will provide immediate basic first aid and stabilisation as per their training and the company's standard operating procedures (SOP) and as per their scope of practice.
The patient and/or the parent or legal guardian shall be advised to seek emergency medical treatment at the nearest hospital or emergency facility immediately.
All costs and expenses arising from emergency treatment, hospitalisation, diagnostic investigations, specialist consultations, medications, or any other medical intervention required as a result of an adverse event following vaccination shall be borne solely and entirely by the patient and/or their family. Vaccine Panda shall not be liable for any such medical expenditure, whether direct or indirect, anticipated or unanticipated.
Vaccine Panda will, to the best of its ability, assist the family in coordinating access to emergency medical services, but this assistance shall not be construed as acceptance of financial or medical liability.

Emergency Contact Numbers: 9999109040 / 9999771577

9. Online Payment on Website and App

Vaccine Panda's Platform provides you the ability to pay online through a third-party payment gateway for the Services available on our Platform. To process your payment online, you may be directed to a third-party payment gateway, and you will be subject to that gateway's terms, conditions, and privacy policies for the transaction.

In no event shall Vaccine Panda be liable for:

any transaction that fails to complete successfully;
any failure on the part of the bank, credit card provider, or third-party site or agency to fulfil its obligations; or
any loss or damage arising directly or indirectly from the decline or acceptance of authorization for any transaction.

10. Pricing and Payment Policy

10.1 Minimum Order Value and Service Area

Vaccine Panda accepts bookings with a minimum order value of ₹1,500. The primary service area covers Delhi and NCR zones including Gurgaon and Noida. This policy ensures the operational feasibility of our services and maintains quality standards for all customers within our service range.

For bookings where the bill value falls between ₹500 and ₹1,499, an additional service charge may be applicable and will be determined on a case-to-case basis, communicated to the customer prior to confirmation. Bookings with a net bill value below ₹500 will not be accepted.

Certain pin codes or zones within NCR may not be covered, or may attract additional distance/logistics charges, which will be communicated to the customer at the time of booking.

10.2 Quotation Validity Policy

Any quotation or proforma invoice issued to a patient by Vaccine Panda shall be valid for a period of one (1) month from the date of issue, subject to the following conditions:

If the price of any vaccine brand changes during the validity period due to market factors, distributor pricing, or manufacturer revisions, the quotation will be automatically updated to reflect the revised price at the time of booking or service delivery.
If a vaccine included in the quotation becomes unavailable due to stock shortages, supply chain issues, or regulatory reasons, that particular line item shall stand null and void. Vaccine Panda will make reasonable efforts to suggest an equivalent alternative where available.
Quotations are not binding purchase orders and are subject to vaccine availability and prevailing pricing at the time of actual service delivery.

10.3 Advance and Balance Payment Requirement

All payments, including the balance payment, must be completed before the vaccination begins. The service team will collect the balance payment from the customer at the customer’s premises, before the vaccine envelope is opened and the service is provided. Any refusal to complete the payment at this stage will be treated as a cancellation, and the ₹200 booking advance will be forfeited. The patient will need to make a fresh booking to reschedule the service.

Refundable Booking Advance:

A minimum refundable booking advance of ₹200 is compulsory for all bookings. This advance is fully refundable up to and including the day of scheduling, before the service date is confirmed. Once the appointment is confirmed, the standard Cancellation and Refund Policy (Section 12) applies.

10.4 Proof of Online Payment

For balance online payments settled at the customer’s premises, the customer must provide proof of payment in the form of a transaction ID, screenshot, or bank SMS to the service team. Failure to provide this proof will be regarded as a cancellation, and the booking advance of ₹200 will be forfeited. A fresh payment will be required to proceed, or the service call will be cancelled.

10.5 Convenience Charges for Card Payments

For payments made via credit card or debit card, an additional convenience charge of 2% of the total bill value will be levied. Payments made via UPI, cash, net banking, or any other non-card digital payment method are not subject to any convenience charges.

10.6 Routine Day Charges (Monday to Thursday)

Vaccination services booked for Monday to Thursday will include an additional ₹50 discount on the total bill.
A booking advance of ₹200 must be paid at least 3 days before the scheduled date of service.
A minimum of 1–2 days prior notice is required for all weekday appointment bookings.

10.7 Weekend Charges (Friday and Saturday)

Vaccinations scheduled for Friday and Saturday will not qualify for the ₹50 additional weekday discount.
Full pre-payment must be made at the time of booking; the advance-only option is not available for weekend bookings.
For all weekend bookings, the full payment must be completed by Friday 6:00 PM at the latest. Bookings not paid by this deadline may be cancelled without prior notice.
Last-minute or same-day weekend bookings are subject to slot availability only and cannot be guaranteed.

10.8 Sunday and Public Holiday Charges

Vaccinations booked for Sundays or public holidays will not carry any additional discount beyond standard offers and deals.
An additional ₹100 service charge will be applied to all Sunday bookings.
Full pre-payment must be completed at least 3 days in advance.
For NCR zone bookings (Gurgaon/Noida), Sundays are the preferred service day. Weekday NCR appointments are subject to slot availability.

10.9 Needle-Free Vaccination Charges

Vaccine Panda offers needle-free vaccinations using the Integri device, for which an additional charge of ₹200 is applicable over and above the standard vaccine cost.
Full pre-payment must be completed at least 3 days in advance.

10.10 Custom Date and Time

If the customer requires a specific custom date and/or time for their vaccination, an additional ₹200 will be charged.
Full pre-payment must be made at least 3 days in advance.
This option is valid for all weekdays and weekends, including Sundays and public holidays.
No additional weekday discount will be applicable when this option is selected.

10.11 Customer Care and Booking Hours

Customer care calls and booking inquiries are attended to between 12:00 PM and 6:00 PM on working days. For evening or late-afternoon home visit bookings, a minimum of 1–2 days advance notice is required. Calls or booking requests received outside these hours will be attended to on the next working day.

10.12 Balance Cash Payments and COD Charge

For balance cash payments exceeding ₹2,000 made at the customer’s home, an additional Cash on Delivery (COD) fee of ₹200 will be applied to the total bill. All payments, including any balance amount, must be fully settled before the vaccine envelope is opened and the vaccination process begins.

10.13 Offers and Discounts

‘DEAL5’: 5% discount on billing between ₹1,500 and ₹5,000.
‘DEAL7’: 7% discount on billing above ₹5,001.
₹100 off for first-time customers.
Referral discounts as per the Referral Program (Section 11).

Only one offer or coupon code can be used per order. Offers and discounts cannot be combined.

10.14 Annual/Yearly Vaccination Packages — Pricing and Cancellation Policy

For customers who opt for annual or yearly vaccination packages, the following specific terms apply:

Price Lock: The price of all vaccines included in the annual package will be locked at the rate prevailing at the time of package purchase. If the price of any vaccine increases after the package is purchased, Vaccine Panda will absorb the additional cost and the customer will not be charged extra. Conversely, if vaccine prices decrease after purchase, no price adjustment or credit will be issued to the customer.
Package Cancellation After Partial Use: If a customer cancels an annual package after availing even one (1) vaccination service or one (1) free consultation under the package, the refund for the remaining unused portion will be calculated at the full MRP (Maximum Retail Price) of all vaccines already availed, and at the full consultation fee of ₹500 per consultation already used — not at the discounted or package rate. This may result in a reduced or nil refund depending on the value of services already consumed.
Booking Notice: A minimum of 1–2 days prior notice is required to schedule each vaccination appointment under the annual package. Same-day or last-minute bookings are subject to availability and cannot be guaranteed.

Customers are advised to carefully review all package terms before purchase, as partial cancellations are governed by the MRP-based deduction policy outlined above.

11. Referral Program

Vaccine Panda operates as an e-commerce aggregator platform and, as such, reserves the right to promote its services through standard e-commerce methods, including discounts, offers, and referral programs. Any promotional offers are provided solely by Vaccine Panda in line with established e-commerce practices. Partner clinics or doctors associated with Vaccine Panda do not independently provide such offers, in compliance with NMC guidelines.

11.1 Eligibility to Refer

Only existing Vaccine Panda customers who have completed a minimum billing cycle of ₹3,000 or more are eligible to participate as referrers.
Referrals must be made using the unique referral link shared by the referrer.

11.2 How the Referral Program Works

Referrer (Customer A): Shares their unique referral link with a friend or family member (the referee).
Referee (Customer B): Must book a vaccination service using the referral link provided by Customer A and spend a minimum of ₹3,000 to qualify for the referral discount.
Benefits for Referrer: Earns ₹100 cash for each successful referral after the referee's booking, plus an additional ₹200 discount on the next booking with Vaccine Panda, valid for 90 days.
Benefits for Referee: Receives ₹200 off on their first booking made through the referral link, provided the total bill is over ₹3,000.

11.3 Validity

All referral rewards, including the ₹200 discount coupon, are valid for a period of 90 days from the date they are triggered. There is no limit to the number of referrals. Vaccine Panda reserves the right to modify, suspend, or terminate the referral program at any time without prior notice.

12. Refund and Cancellation Policy

All online payments made through the App or Website for booking appointments are subject to our Cancellation and Refund Policy.

Vaccine Panda offers a 100% refund* (excluding any convenience fees/transaction charges, home visit charges, and applied discounts) on all transactions made through the Vaccine Panda Website or App. Refunds will be processed within 10 business days of the transaction, provided the refund request is initiated on or before the final call made by customer care on the day of the service appointment.

If Vaccine Panda and the User are engaged in multiple dialogues regarding a refund, the resolution time frame may extend beyond the standard 10 business days. This cancellation policy applies uniformly to all types of bookings, whether for routine days (Monday–Thursday), weekends (Friday–Saturday), Sundays, public holidays, or bookings involving needle-free injections.

On the day of vaccination, our customer care team will contact you to confirm the vaccination, check if the child is fit (no fever or illness), and ensure there are no last-minute requests for cancellation, rescheduling, or vaccine changes.

A. Pre-Dispatch Refund and Cancellation Policy

Free Cancellations:

Cancellations are allowed free of charge until the morning of the scheduled vaccination, provided customer care is informed before the team departs for the day’s appointments.
In cases where a booking is cancelled, Vaccine Panda cannot guarantee that the same vaccine will be available at the same price for future bookings due to fluctuating inventory and batch prices.
Refunds (excluding convenience fees/transaction charges) will be processed within 10 working days.
Billing and Account Review: A ticket will be generated for the Billing and Accounts Department, and all refunds will be held until proof of the original payment is verified.

Combo Vaccine Policy:

For combo bookings, customers requesting a change during the confirmation call will have their booking rescheduled free of charge. Only one free rescheduling is allowed per booking; subsequent requests will result in cancellation and forfeiture of the advance.

Refund Eligibility:

If a refund request is initiated before or during the confirmation call made by customer care on the day of the service appointment, a 100% refund will be issued (excluding convenience fees/transaction charges, home visit charges, and applied discounts).

Booking Advance and Prepayment Requirements:

A fully refundable booking advance of ₹200 is mandatory for every booking.
If no cancellation request is made, the advance is valid for up to 30 days from the payment date. Beyond this period, the advance will be refunded and a new booking must be initiated.

Individual/Package Vaccination Refund:

Refunds are limited to the cost of the vaccination(s) within the package.
Home visit charges, applied discounts, and convenience/transaction fees charged by third-party payment gateways are non-refundable.

B. Post-Dispatch / On-Site Refund and Cancellation Policy (with penalty)

Cancellations After Team Dispatch:

If a cancellation is requested after the staff has been dispatched, the ₹200 booking advance will be forfeited.
The remaining amount (if any) will be refunded within 10 working days.

On-Site Refusal:

If the customer refuses service on-site after the team arrives, the ₹200 advance will be forfeited.
For combo vaccine bookings, refusal to take all vaccines in the combo will result in cancellation of the entire booking and forfeiture of the advance.
If the customer requests a change in vaccine selection during the morning courtesy call from customer care, the booking will be rescheduled at no additional charge. Only one rescheduling is allowed per booking; further rescheduling will result in cancellation.

On-Site Cancellations (After Vaccine Box Opening):

If the vaccine box is opened and the customer refuses service, the full bill amount will be forfeited. No refund will be issued.

Delayed or Changed Appointments:

If delays are caused by the customer (e.g., child unavailable or lack of cooperation), the team will wait for up to 20 additional minutes at no charge. Thereafter, a waiting fee of ₹100 will apply.
Location changes at the last moment will incur: ₹100 for distances under 1 km; ₹200 for distances between 1–5 km.
In all such scenarios, if the customer does not agree to the additional charges or if the new location is not feasible, the booking will be cancelled and the ₹200 advance will be forfeited.

Refusal to Pre-Pay Balance Amount On-Site:

As per SOP, full pre-payment of the balance amount must be made by the customer once the team arrives at the premises and before the vaccine box is opened. Refusal will be treated as a cancellation and the booking advance will be forfeited.

Policy on Non-Response at Scheduled Service Time:

It is imperative for the customer to provide a working mobile number of the guardian or responsible person who will be present at the scheduled location during the service.
The phone numbers of the vaccination team assigned to the service will be shared with the customer via SMS before the scheduled visit.
Upon arrival at the location (verified by GPS), the service team will attempt to contact the customer via a direct phone call and a WhatsApp message to the registered number.
If the customer or guardian does not respond, the situation will be escalated to our customer care team, who will call the registered mobile number, send an email to the registered email address, and send a follow-up WhatsApp message.
If there is no response within a reasonable timeframe after all contact attempts, the booking will be treated as cancelled and the booking advance will be forfeited to compensate for the service team’s time and travel expenses.
Customers may contact customer care to reschedule the appointment (subject to availability). A fresh booking advance may be required for the rescheduled service.

Emergency Cancellations and Exceptions:

For emergency cancellations, please contact customer care immediately at 9999109040 or 9999771577. Exceptions may be considered at Vaccine Panda’s sole discretion.
Cancellation requests made after the team is dispatched will result in forfeiture of the ₹200 advance.
By proceeding with a booking, the customer agrees to these terms. This policy ensures timely and efficient service delivery for all customers.

C. Refund Policy

Standard Refund Timelines:

Refunds are typically processed within 10 business days unless delays occur due to extended dialogues between Vaccine Panda and the customer.

Duplicate Payments:

If duplicate payments are identified, the extra amount will be refunded within 10 working days upon verification.

Damaged/Tampered/Expired Vaccines:

If a damaged, tampered, or expired vaccine is provided by Vaccine Panda, a full refund (including transaction charges) will be issued.

Barcode/Serial Number Mismatches — Billing Errors or Disputes:

If the barcode or serial number on the vaccine does not match the GST invoice, but the vaccine matches the one that had been booked and is of valid expiry, cancellations or rescheduling on this ground will not be allowed. The booking will stand confirmed and Vaccine Panda will issue a corrected invoice reflecting the accurate batch details after the service is completed. The booking advance will not be refunded on this ground.

13. Proof of Payment

If a customer is unable to provide a screenshot or transaction ID/SMS from the Bank as proof of online payment, a new payment will be required to proceed with the vaccination. In cases where duplicate payments occur, the extra payment will be refunded within 10 working days. If the customer declines to make a fresh payment, the service call will be cancelled and the ₹200 booking amount will be forfeited.

14. Appointment Scheduling and Rescheduling

Appointments can be scheduled through the Vaccine Panda Website or App. A confirmation will be sent via email or SMS.

Free Rescheduling Requests:

Free rescheduling requests can be made up until the morning courtesy call on the day of the appointment.
If the customer requests a change in the vaccine selection during the morning courtesy call, the booking will be rescheduled at no additional charge. Only one rescheduling is allowed per booking; further rescheduling will result in cancellation.
In cases where the customer is not reachable during the morning courtesy call, the booking will be rescheduled automatically.

Invalid/Post-Confirmation Rescheduling:

If a rescheduling request is made after the confirmation call on the same day of the scheduled appointment, the current booking will stand cancelled and the ₹200 advance will not be refunded. A fresh booking will need to be made.

15. Roles and Responsibilities of Vaccine Panda

Vaccine Panda operates as an aggregator platform, coordinating between patients/customers, paediatricians, registered pharmacists, GNM staff nurses, Doctors, and paramedics to provide at-home vaccination services.

15.1 Coordination of Services

Vaccine Panda will act as a bridge between paediatricians, customers, vaccine distributors, and nursing staff to ensure smooth and timely delivery of vaccinations. Vaccine Panda provides free home vaccination services (for bills above ₹1,500 after discounts within the Delhi/NCR service area) for children (0-18 years), adults, pregnant women, and senior citizens.

15.2 Cold Chain and Logistics

Vaccine Panda will ensure that the vaccines are stored and transported in compliance with cold chain requirements, preserving the integrity and efficacy of the vaccines throughout the process.

15.3 Liability

Vaccine Panda will not be held liable for the selection of vaccines, their administration, or any adverse effects arising from the vaccines. All liability related to the vaccines remains with the paediatrician, who is responsible for guiding the customer on vaccine choices.

15.4 Customer-Supplied Vaccines

Vaccine Panda does not use vaccines provided by the customer for home vaccination services. All vaccines administered must be procured directly through Vaccine Panda to ensure integrity, safety, and proper handling.

16. Post-Vaccination Support and Consultation Policy

16.1 Scope of Post-Vaccination Support

Vaccine Panda's partner paediatricians and medical team provide post-vaccination support exclusively for common, expected, and mild vaccine-related reactions and queries. The scope of post-vaccination consultation is strictly limited to the following:

Fever management following vaccination
Pain, redness, or swelling at the injection site
Mild rash or localised skin reactions
General vaccine-related discomfort or fussiness
Basic guidance on post-vaccination care as per standard IAP protocols

This post-vaccination support is available for a period of 48 hours from the time of vaccination only. Consultations for any symptoms or concerns arising beyond this 48-hour window will not be covered under the post-vaccination support commitment and may be subject to standard consultation fees at the paediatrician's discretion.

16.2 Mode and Availability of Consultations

Post-vaccination consultations are available exclusively in the following modes:

Teleconsultation (telephonic or video call)
In-clinic consultation at the Panda Partner Clinic during regular clinic hours

Consultations are available only on working days and during the designated clinic hours of the respective Panda Partner Clinic. Vaccine Panda and its partner paediatricians do not provide 24/7 emergency consultation services. For medical emergencies, the patient and their family should immediately contact the nearest hospital, emergency services, or dial 112.

16.3 Free Consultation Entitlement — Tiered Policy

The number of free post-vaccination consultations provided by Vaccine Panda is determined by the total net bill value (after applicable discounts) of each booking, as per the following tiered structure:

Bill value up to Rs 2,999: 1 free consultation (valued at Rs 500) with a senior onboarded paediatrician.
Bill value Rs 3,000 to Rs 3,999: 3 free consultations.
Bill value Rs 4,000 to Rs 4,999: 4 free consultations.
Bill value Rs 5,000 and above: 1 additional free consultation for every Rs 1,000 increment above Rs 4,999 (e.g., Rs 5,000-Rs 5,999 = 5 free consultations, Rs 6,000-Rs 6,999 = 6 free consultations, and so on).

Each free consultation is valued at Rs 500 per session with a senior paediatrician onboarded on the Vaccine Panda platform.

16.4 Booking a Free Consultation

The following conditions apply to availing free consultations:

Prior appointment booking via phone is compulsory. Walk-in appointments at the Panda Partner Clinic are also permitted, subject to waiting time and doctor availability on that day.
Consultations are available during designated clinic hours on working days only. Vaccine Panda does not guarantee same-day or emergency consultation slots under the free consultation entitlement.
The total validity period for all free consultations is two (2) years from the date of the last vaccination administered by Vaccine Panda under the applicable booking or service agreement.
Free consultations are non-transferable, non-encashable, and cannot be carried forward beyond the 2-year validity period.
Free consultations are applicable only for vaccine-related queries and conditions directly attributable to vaccines administered through Vaccine Panda.
Consultations for unrelated medical conditions, general paediatric queries, or issues not linked to a Vaccine Panda-administered vaccination will not be covered under this entitlement and will be billed at the applicable full consultation rate.

16.5 Limitations of Post-Vaccination Consultation

The post-vaccination consultation provided by Vaccine Panda's partner paediatricians is not a substitute for emergency medical care. In cases of serious adverse events, including but not limited to anaphylaxis, high fever (above 103°F/39.5°C), persistent inconsolable crying, difficulty breathing, seizures, or any other acute or alarming symptom, the patient must be taken to the nearest emergency medical facility immediately.

Vaccine Panda shall not be held responsible for any delay in seeking emergency treatment, or for any adverse outcome arising from reliance solely on post-vaccination teleconsultation services in emergency situations.

Post-Vaccination Support Helpline: 9999109040 / 9999771577

17. Roles and Responsibilities of the Paediatricians

Paediatricians associated with Vaccine Panda, as registered Panda Partner Clinics, will:

17.1 Procurement of Vaccines

Use their state medical licence to legally procure vaccines.
Ensure that vaccines are sourced from verified distributors and stored as per the required cold chain standards.

17.2 Pre-Vaccination Consultation

Provide pre-vaccination consultations to patients/customers, explaining the vaccine's benefits, side effects, and addressing all concerns. Paediatricians will assist in guiding the customer toward the most appropriate vaccine, brand, and pricing options based on individual needs.

17.3 Post-Sale Services

Offer post-vaccination checkups, medical advice, and management of any adverse event associated with vaccination at no additional cost (both online and offline), as per the free consultation entitlement defined in Section 16.3 of these Terms and Conditions.

17.4 Biomedical Waste Management

Be responsible for maintaining bio-medical waste (BMW) in compliance with government protocols. Vaccines administered at home will have the medical waste collected and finally disposed of at the paediatrician's clinic following BMW norms, using the paediatrician's BMW licence.

18. Pre-Vaccination Photo and Video Consent

Prior to the vaccination, the Vaccine Panda staff will take a photograph with the child for documentation purposes. By accepting home vaccination services, the customer consents to this pre-vaccination photo, which may also be used for promotional content on social media and other platforms.

For needle-free vaccinations, the procedure will include video documentation to ensure eligibility for a refund in the event of full spillage of the vaccine. By opting for this service, the customer consents to Vaccine Panda recording the entire procedure and using the footage for commercial promotions, including promotional content on social media.

19. Needle-Free Vaccinations – Integri Device After-Effects and Spillage Policy

Needle-free vaccinations administered using the Integri device may result in certain common after-effects, including mild pain or discomfort at the injection site, slight swelling, occasional bleeding, or reactions caused by the vaccine itself.

Spillage Policy

In rare cases, spillage of the vaccine may occur. Should this happen, Vaccine Panda will fully bear the cost and offer either a full refund or the option to rebook the vaccination at a later date. Please note that slight oozing of the vaccine from the injection site is normal and does not constitute spillage.

For oral vaccines (rotavirus/OPV): no re-dosing will be administered if the child spills or regurgitates the vaccine drops. The vaccine retains its efficacy as per manufacturer guidelines. The vaccine cost remains non-refundable after administration.
If spillage occurs due to the child's violent body movements or lack of restraint in an uncooperative child, and there is no procedural fault from the medical team, the vaccine cost will not be refunded.

20. Procurement, Storage, and Cold Chain Management

Vaccines procured by Vaccine Panda in bulk will be stored in temperature-controlled refrigerators (ILR) with battery backup at the Panda Partner Clinic, ensuring the integrity of the cold chain. The cold chain will be strictly monitored and managed by the Panda Partner, following all regulatory standards. Each vaccine will be tracked from procurement to administration, and appropriate digital records will be maintained for compliance.

21. Billing and Compliance

Vaccine Panda ensures that all billing processes comply with the necessary legal and governmental regulations. A sales invoice, including all relevant details, will be provided after the billing cycle is completed. This invoice will adhere to GST and other applicable legal compliance requirements.

22. Terms and Conditions for Vaccination Services in Households with Pets

To ensure a safe and smooth vaccination process, all house pets must be properly restrained during the medical team's visit. The medical team will not be held responsible for procedural issues arising from unrestrained or overly anxious pets. In cases where a pet poses a risk of bodily harm to the medical team, the vaccination service may be declined or delayed.

23. Intellectual Property Rights

The contents of the Website and App are protected by India's intellectual property laws, including trademark and copyright laws. Any reproduction, retransmission, or public or commercial use of any material on the Website or App is strictly prohibited. The logos, service marks, and trademarks displayed on the Website and App are the property of Vaccine Panda.

24. Indemnity

Users agree to indemnify and hold harmless Vaccine Panda, its affiliates, officers, directors, employees, consultants, licensors, agents, and representatives from any third-party claims, demands, losses, liabilities, damages, and/or costs arising from (i) the User's access to the Website, (ii) use of the Services, (iii) violation of this Agreement, or (iv) infringement by the User of any intellectual property or other rights of any person or entity.

25. Termination

Vaccine Panda reserves the right to terminate this Agreement immediately, without prior notice and without providing reasons. Additionally, Vaccine Panda may suspend or terminate a User's access to its Website/App and related Services with or without prior notice where the User breaches any terms and conditions of this Agreement, or where Vaccine Panda has reasonable grounds to suspect any illegal or fraudulent activity by the User.

26. Disclaimer of Warranties

All information on the Website is provided on an 'as is' basis, and Vaccine Panda, along with its licensors and affiliates, makes no representations or warranties, express, statutory, or implied, regarding the operation of the Website, provision of Services, or the information, content, materials, or products offered. To the fullest extent permitted by law, Vaccine Panda, its licensors, and affiliates disclaim all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, security, or accuracy.

27. Limitation of Liability

Vaccine Panda makes no warranties, express or implied, concerning its Platform and/or its content, and expressly disclaims all warranties of fitness for a particular purpose and merchantability with respect to the Services. Vaccine Panda assumes no liability or responsibility for any loss, whether direct or consequential, incurred by any User or any other person arising out of or related to the use of information available on the Website.

28. Applicable Law and Conflict Resolution

The User confirms that this Agreement and any contractual obligations between Vaccine Panda and the User will be governed by the laws of India. The courts in New Delhi shall have exclusive jurisdiction over any disputes arising out of or related to this Agreement or the use of the Platform. Any disputes will be resolved first through negotiations, and if unresolved, through arbitration.

29. Grievance Department

Vaccine Panda will make every effort to address grievances or complaints of the Users to the fullest extent possible. If the User has any concerns regarding Vaccine Panda's Services, they may write to us at:

Grievance Officer: Dr. Gagan M.S. Malhotra

Address: Gurman Child Care Clinic, 19/1B, Tilak Nagar, New Delhi 110018

Email: vaccinepanda@gmail.com

30. Severability

If any provision of this Agreement is deemed unenforceable by a court of competent jurisdiction under applicable law, that provision shall be excluded from this Agreement. The remainder of the Agreement shall be interpreted as if the excluded provision were never included and shall remain enforceable according to its terms.

For inquiries: Phone: 9999109040 / 9999771577 | Email: vaccinepanda@gmail.com

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